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Your new company
A Financial Services company based in the Cardiff area.
Your new role
We are looking to recruit an Interim Contact Centre Manager to start ASAP for an initial period of 3 months.
Role overview.
Contact Centre Manager to have full management oversight of the Contact Centre, ensuring that the requirements of our customers are met quickly, efficiently and to an excellent standard whilst adhering to company policies, procedures, rules, and regulations.Responsible for meeting, setting, and planning areas of improvement across all inbound and outbound communication channels. To take overall responsibility for the coordination of staff working hours to meet demand. Engage with and motivate the business unit to drive positive staff engagement scores. Position holder to be accountable for the onboarding of new recruits and the quality of staff recruited.
Role deliverables
- Manage the daily running of the contact centre, including effective resource planning and applying effective contact centre strategies and operations
- Undertake needs assessments, performance reviews and recruitment analysis
- Managing and resolving any escalated complaints from customers and liaising directly with other department managers when required to agree resolutions on complaints
- Assist in root cause analysis of complaints to identify any issues with current processes / procedures
- Set / meet performance targets for speed, efficiency and quality
- Liaise with team leaders, agents and peer group to gather information and investigate the root cause of issues that are detracting from customer service
- Monitoring of work systems and procedures, generating and implementing plans to continually improve the quality and standard of the team's team's output
- Maintaining effective internal controls to ensure compliance with internal procedures, policies and regulatory bodies
- Forecast and analyse data against budget figures on a monthly basis
- Ensuring continual improvement in service in order to improve customer satisfaction and customer retention
- Maintain a low employee turnover, ensuring that staff have a clear career progression framework
- Driving accountability of direct reports via regular 1:1 meetings and attending team huddles to help deliver business expectations
What you'll need to succeed You'll have Contact Centre Management experience and be comfortable working in a fast-paced environment.
What you'll get in return
This role is expected to last 3 months initially with the chance of an extension. Please note, onboarding will include credit check and DBS check.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
